Palestra Planetree: A arte do cuidar MICHAEL LEPORE ANA AUGUSTA BLUMER SALOTTI

Transcrição

1 Palestra Planetree: A arte do cuidar MICHAEL LEPORE ANA AUGUSTA BLUMER SALOTTI SIMPÓSIO INTERNACIONAL ALBERT EINSTEIN DE HOTELARIA August 30, 2011

2 Overview Patient- Centered Care Update Planetree update Planetree Designation Update and Data Research on Planetree in Brazil Discussion

3 Angelica Thieriot Planetree Founder...the ideal hospital would combine the best medicine with the best care delivery experience in the most comforting facility to become a truly healing environment, where just being there is healing Planetree was founded in1978

4 Patient-Centered Care Definition: Health care that establishes a partnership among practitioners, patients, and their families (when appropriate) to ensure that decisions respect patients wants, needs, and preferences and that patients have the education and support they require to make decisions and participate in their own care (Institute of Medicine, 2001). Outcomes Decreased annual number of visits for specialty care Less frequent hospitalizations Fewer laboratory and diagnostic tests Lower total medical charges Decreased charges for specialty care clinic visits (Journal of the American Board of Family Medicine, 2011)

5 Facilitators of Patient-Centered Care 1. Strong, committed senior leadership 2. Clear communication of strategic vision 3. Active engagement of patient & families 4. Sustained focus on staff satisfaction 5. Active measurement & feedback reporting of patient experiences 6. Adequate resourcing of care delivery redesign 7. Staff capacity building 8. Accountability and incentives 9. A culture strongly supportive of change and learning (International Journal for Quality in Health Care, 2011)

6 Planetree Membership Update GROWING GLOBAL CARE CONTINUUM

7 A Growing Global Influence Affiliates in Brazil, Quebec, Japan & The Netherlands, USA International expansion of Designation International Advisory Council Partners in Quebec and The Netherlands Opportunities for international interorganizational learning

8 Planetree Affiliates Worldwide

9 Planetree Affiliates Across the Continuum of Care... Acute Care Continuing Care Behavioral Health Short-Term Rehab Integrated Healthcare Systems

10 Planetree and the U.S. Veterans Health Admin. Office of Patient-Centered Care and Cultural Transformation More than 1,000 points of care across the nation Serving more than 5.5 million Veterans

11 Planetree Designation: A Framework for Patient-Centered Quality 23 PLANETREE DESIGNATED SITES WORLDWIDE 10 IN THE NETHERLANDS 12 IN THE U.S. 1 IN QUEBEC

12 International Designation Advisory Council Joseph Cappiello Designation Committee Patrick Charmel Griffin Health Services Lucie Dumas Planetree Quebec Network Susan Frampton Planetree Philip Hassen ISQua Robert Mayer The Rothschild Foundation Jose Noronha Consórcio Brasileiro de Acreditação Marcel Snijders, Planetree Netherlands Lucie Tremblay Maimonides Geriatric Centre Paul vanostenberg Joint Commission International Jim van den Beuken Planetree Netherlands

13 Designation Today Growing Integrated to apply across continuum Evidence-based Evolving to address emerging issues Increasingly global Correlated with quality outcomes

14 CMS Core Measures Comparison of U.S. Planetree Designated Hospital Average and CMS National Average January 2009-December % 93.2% 96.7% 94.1% 95.7% 93.5% 96.6% 95% 90.7% 90% 86.8% 85% Overall Surgical Care Overall Pneumonia Care Designated Hospital Average Overall Heart Failure Care Overall Heart Attack Care 80% National Average Source: The Commonwealth Fund s WhyNottheBest.org Data accessed

15 ** 60 HCAHPS Comparison of U.S. Planetree Designated Hospital Average and CMS National Average, ** ** ** ** Medication Communication Nurse Communication Discharge Information Overall Rating (9 or 10) Likelihood to Recommend CMS National Average Designated Hospital Average ** Planetree performance is significantly better than the national average at the 95% confidence level

16 * HCAHPS Comparison of U.S. Planetree Designated Hospital Average and CMS National Average, * * Cleanliness Quiet at Night Doctor Communication Responsiveness Pain Management CMS National Average Designated Hospital Average * Planetree performance is significantly better than the national average at the 90% confidence level

17 Planetree e Hotelaria Hospitalar Pesquisa sobre Planetree no Brasil

18 Análise das Contribuições do Modelo de Gestão Planetree para a Prática de Hotelaria Hospitalar Susan Frampton, Phd e Patrick Charmel, Phd; Ms. Marcelo Assad Boeger; Ms. Fabrízio Rosso; Referências e Palestra Sra Ana Maria Florio de Andrade, Sra. Ana Paula de Araújo Santos e Sra. Líbia Sammour Política Nacional de Humanização da Atenção e Gestão do SUS 18/03/2011 ministrada por Sra. Cleusa Pavan

19 Análise das Contribuições do Modelo de Gestão Planetree para a Prática de Hotelaria Hospitalar Entrevistas: Ms. Ana Lúcia Zanovello: administradora, professora e gestora em qualidade Uma psicóloga, responsável pela humanização de um hospital da zona oeste do município de São Paulo Sra. Magda de Jesus: gerente de voluntariado do Hospital AACD de São Paulo (Hospital Abreu Sodré) Gerente Geral de um hotel de rede multinacional do município de São Paulo Sra. Martha Denstedt: diretora de programas e serviços do Planetree no Griffin Hospital Michael Lepore, Phd: diretor de qualidade, pesquisa e avaliação do Planetree Sra. Kit Alff: especialista do modelo Planetree em consultoria e serviços Sra. Rita Grotto: Gerente de Atendimento ao cliente e coordenadora da implantação do modelo Planetree no Hospital Israelita Albert Einstein

20 Em que Posso Servir? Enxergando por uma Nova Perspectiva Griffin Hospital The Patient s Voice (Platte Valley Medical Center)

21 Pacientes Enxergam Serviços Fracos como Falta de Segurança 22% de 193 entrevistados relataram uma experiência insegura recente. Desses, apenas 1% foram relacionados à incidentes envolvendo erro médico e 2% foram quase erro Mais da metade dos eventos foram classificados como incidentes na qualidade dos serviços 30% relacionado à espera e atrasos; 21% relacionados à comunicação insuficiente; 12% relacionados à fatores de ambiência Fonte: Patient Reported Safety and Quality of Care in Outpatient Oncology Joint Commission Journal on Quality and Patient Safety; 2007

22 Gráfico Fonte: Planetree: Improving the Patient Experience FRAMPTON, Susan 2010

23 Planetree Designation Components I. STRUCTURES AND FUNCTIONS NECESSARY FOR CULTURE CHANGE II. HUMAN INTERACTIONS / INDEPENDENCE DIGNITY AND CHOICE III. PROMOTING PATIENT EDUCATION, CHOICE AND RESPONSIBILITY IV. FAMILY INVOLVEMENT V. HEALTHY FOOD CHOICES VI. HEALING ENVIRONMENT: ARCHITECTURE AND DESIGN VII. ARTS PROGRAM / MEANINGFUL ACTIVITIES & ENTERTAINMENT VIII. SPIRITUALITY AND DIVERSITY IX. INTEGRATIVE THERAPIES / PATHS TO WELL-BEING X. HEALTHY COMMUNITIES / ENHANCEMENT OF LIFE'S JOURNEY XI. MEASUREMENT

24 Planetree Designation and Assessments Ask: What s Important to the Patient? Family Involvement: Access to Family & Friends 24-hour, patient-directed visitation (IV.A.) Formalized Opportunities for Family Involvement (IV.B.) Family Spaces (VI.C.)

25 Patient Education & Information 79% of patients (N=4,500) are interested in reading their medical record Why? To be more involved in their health care (74%) To see what the physician said about them (74%) To understand their condition better (72%) Archives of Internal Medicine, 2004

26 Sleep deprivation can lead to decreased cellular function, ICU psychosis, poor outcomes, increased lengths of stay and can lead to decreased patient satisfaction. Joint Commission Journal on Quality and Safety Healing Design Impacts Patient Engagement and Recovery Evidence-based design supports quality Noise control (e.g., sleep; blood pressure) Lighting (e.g., medication mistakes) Falls (e.g., bathroom access from bed) Am. Journal of Medical Quality, C. Clancy, AHRQ

27 Humanização Exige Respeito Política Nacional de Humanização PNH e Planetree: Importância da Humanização Alinhamento de Diretrizes; Mudanças dependem mais de pessoas do que de recursos.

28 Planetree & Hotelaria Hospitalar Conclusões da Pesquisa Planetree valoriza a importância da hotelaria nos hospitais não apenas como parte integrante do cuidado, mas enfatiza sua importância para a assistência em diversos níveis: suporte fundamental para atuação da equipe clínica; fator chave para a percepção de qualidade e segurança na perspectiva dos clientes; estratégia para mudança da experiência dos mesmos com relação à hospitalização

29 Planetree & Hotelaria Hospitalar Conclusões da Pesquisa Os valores essenciais de humanização e cuidado com foco no paciente são resgatados, resultando no aumento do índice de satisfação dos clientes internos e externos.

30 Planetree at Albert Einstein Staff Perspectives, 2011: Planetree compliments the humanistic values of Albert Einstein Hospital. Planetree is a program of humanization to attain clinical improvement of the patient with more sensitive and humanized care. Planetree is a philosophy where we look and work through the vision of the patient... It is a philosophy that is concerned with multiple kinds of needs from the viewpoint of the patient. The patient has a right to know what is happening to him and what choices he has.

31 www. patient-centeredcareconference.com

32 Thank you! Questions?